Subject: 16388859 - Incorrect Refund - Seller Managed Collection
From: Brian Sexton <[email-masked]>
To: Rosette Modiri <[email-masked]>, "[email-masked]" <[email-masked]>, Urvika Chaudhary <[email-masked]>
Cc: John Meerholz <[email-masked]>, Robert Cosgrove <[email-masked]>, Irene Hernandez <[email-masked]>
Date: Wed, 9 May 2018 09:22:58 +0000

Hi Rosette,

This order was a seller managed collection.

For this case the buyer reported that the seller was not at the pickup point and the buyer said they never got the tickets.

You then believed the buyer and escalated to payments for a refund.

However, this is not the correct procedure, you must always investigate any issues with seller managed collection with the seller too. We need the seller's side of the story. You can investigate with fan sellers yourself but when it's a Broker please email your Team Lead so it can be flagged to me so I can ask Seller Support to investigate with the Broker.

It's unfair to escalate for a refund without investigating with the seller first.

@virat<mailto:[email-masked]> + @Urvika -<mailto:[email-masked]> please review this case with Rosette and please remind the floor that seller managed collection issues must be investigated fully on the buyer and seller side before escalating to payments.

Kind regards,

Brian